Any chance of a refund?

Hi there I had pre purchased 2 train fares from Milan Malpensa to Milan and Milan to Savona on Monday 13th May. Our flight was delayed but we were able to catch another train (with the open ticket) to connect with our Savona train with 15 minutes to transfer. However this train was delayed 20 minutes and we missed our connecting train by 5 minutes. We spoke to the rail staff at Milan at the platform office who told us that we would receive credit if we rebooked within one hour of our original train's departure time. We then went downstairs and joined the long queue to then be told this was not the case. We then had to purchase new tickets to Savona costing 50euro. So not only did we not receive any credit but we had to wait a long time to purchase tickets which we could have purchased quickly at the self serve machine. I am travelling with my wife and two small children (3&1) and with a fair amount of luggage so this wasn't an easy process.